Manufacturer Warranties and Protection Plans

[Elizabeth-BBY Community Supervisor]

Hi UnhappyCust,

There are a lot of details with this one, and while some other users have tried to shed some light on the situation, I think there's more to it that needs clarification.  As such, I've asked Aaron, one of our Community Connectors, to dig deeper and make sure you (and our other users) get all the accurate information regarding this particular concern.  You should be hearing from him within the next few business days. 

Thanks for your continued patience,

[Aaron-GS Community Connector]

Hey UnhappyCust,

I’m not quite sure why you would be informed that your Performance Service Plan (PSP) coverage would be fulfilled upon an exchange for a refurbished model, but I assure you that this is not the case. PSP’s are only considered fulfilled when one (or more) of the following criteria is met:

• The unit is replaced with a new product beyond the initial manufacturer’s warranty
• The unit is replaced with a new product under the PSP’s No Lemon coverage
• The plan expires

That being said, I do apologize for any miscommunication that may have occurred; I will ensure that all parties involved are aware of the situation.

In order to help you find a resolution to this issue, however, I would recommend taking the following steps:

1) If you have not already done so, return to your local store with the defective iPod
2) Stop by the Geek Squad® counters and request a “Rapid Exchange” on the unit

Once you have been provided a service order number, please feel free to send me a private message with that information – I’d be glad to monitor the process on your behalf. Simply click on the letter icon in the upper right-hand corner of the page and compose a new message to “Aaron-GS.”

I look forward to hearing from you.

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

[fuminginTexas]

Sounds to me like Best Buy employees need to get together and make sure they are telling the same story.  If you look at many of the posts, you see different responses to the same questions.  Looks more like more fast talk and rhetoric than actual customer service.  Best Buy - own up to your mistakes and make things right.  Arguing over "misunderstandings" and minor points only makes you look unethical.

[MobileExpert]

Not sure how that applies to this post.